<br><br>---------- Forwarded message ----------<br><span class="gmail_quote">From: <b class="gmail_sendername">Christopher Aloi</b> <<a href="mailto:chris.aloi@gmail.com">chris.aloi@gmail.com</a>><br>Date: Jun 18, 2006 9:52 PM
<br>Subject: Re: FW: [Asterisk-Users] Creating Queues on Asterisk server - Sendingingress calls off-net to either PSTN or another VoIPapplication - thoughts?<br>To: Alexander Lopez <<a href="mailto:Alex.Lopez@opsys.com">
Alex.Lopez@opsys.com</a>><br><br></span><div>Alexander,<br><br>Thanks for your reply, may I ask a few questions?<br><br>- Does the Asterisk server maintain any type or presence for the agents? (i'm assuming this wouldn't be possible since your shooting the call out POTS)
<br><br>- How do your off-network callback agents identify their location to the Asterisk server?<br><br>- Are you able to describer your dialplan configuration in detail?<br><br>Thanks again,<br><br>/Chris<br><br><div></div>
<div><span class="e" id="q_10be9fd15b65c355_1"><span class="gmail_quote">
On 6/18/06, <b class="gmail_sendername">Alexander Lopez</b> <<a href="mailto:Alex.Lopez@opsys.com" target="_blank" onclick="return top.js.OpenExtLink(window,event,this)">Alex.Lopez@opsys.com</a>> wrote:</span></span>
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<p><font color="navy" face="Arial" size="2"><span style="font-size: 10pt; font-family: Arial; color: navy;">I do this type of thing right now, with
both agents that are logged in and callback agents, All off site and via PSTN</span></font></p>
<p><font color="navy" face="Arial" size="2"><span style="font-size: 10pt; font-family: Arial; color: navy;"> </span></font></p>
<p><font color="navy" face="Arial" size="2"><span style="font-size: 10pt; font-family: Arial; color: navy;"> </span></font></p>
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<p><b><font face="Tahoma" size="2"><span style="font-size: 10pt; font-family: Tahoma; font-weight: bold;">From:</span></font></b><font face="Tahoma" size="2"><span style="font-size: 10pt; font-family: Tahoma;">
<a href="mailto:asterisk-users-bounces@lists.digium.com" target="_blank" onclick="return top.js.OpenExtLink(window,event,this)">asterisk-users-bounces@lists.digium.com</a>
[mailto:<a href="mailto:asterisk-users-bounces@lists.digium.com" target="_blank" onclick="return top.js.OpenExtLink(window,event,this)">asterisk-users-bounces@lists.digium.com</a>] <b><span style="font-weight: bold;">On Behalf Of
</span></b>Christopher Aloi<br>
<b><span style="font-weight: bold;">Sent:</span></b> Sunday, June 18, 2006 8:19
PM<br>
<b><span style="font-weight: bold;">To:</span></b>
<a href="mailto:asterisk-users@lists.digium.com" target="_blank" onclick="return top.js.OpenExtLink(window,event,this)">asterisk-users@lists.digium.com</a><br>
<b><span style="font-weight: bold;">Subject:</span></b> [Asterisk-Users] Creating
Queues on Asterisk server - Sendingingress calls off-net to either PSTN or
another VoIPapplication - thoughts?</span></font></p>
</div></div><div><span>
<p><font face="Times New Roman" size="3"><span style="font-size: 12pt;"> </span></font></p>
<p><font face="Times New Roman" size="3"><span style="font-size: 12pt;">Hello,<br>
<br>
Long time subscriber/reader of this list - thank you for all the great ideas.<br>
<br>
Scenario:<br>
<br>
We currently provide a hosted ACD system using Mitel phones (speaking the Minet
protocol) to an NCI based server solution. The logic behind this choice
was the emulation of key system features etc... <br>
<br>
Many of our clients have asked for basic call queue functionality:<br>
- Agents having the ability to login to a specific queue<br>
- Call distributed to that queue based on criteria<br>
- Basic reporting (ASA, AHT etc..) <br>
<br>
Solutions:<br>
<br>
- Flip the Mitel phones to load a SIP firmware and speak to AST (althought i'd
love it, the powers that be probably won't)<br>
- Use the Asterisk queueing ability to send calls off network (AST) to the NCI
platform (the Asterisk box can send these calls via SIP or TDM through a
gateway). <br>
<br>
Goals:<br>
<br>
I'd like to create an Asterisk server running multiple queues for multiple
tenants (or customers) that can provide the ability for agents to login
remotely (either via an ingress call to AST or a www gui). The call flow
would be similar to this: <br>
<br>
Agent#1 - logs into Mitel phone<br>
Agent#1 - Dials XXX XXX XXXX into Astersik<br>
Agent#1 - Hears a prompt on Asterisk to login to a specifc queue<br>
Agent#1 - Passes DTMF and becomes 'available' in the eyes of Asterisk <br>
Agent#1 - Is now in queue<br>
<br>
*repeat for three agents*<br>
<br>
Now, all three agents are in an available state to Asterisk, and logged into
our one queue. If Asterisk receives a call on a specific DID it will
attempt to send the goal to agent#1, if agent#1 rings three times or returns a
'busy here' the call will pass to agent#2 etc. <br>
<br>
The challenge I see will be configuring an off-network queue, is anyone working
with a similar setup?<br>
<br>
Does anyone have any thoughts on how to better accomplish my goals?<br>
<br>
Thanks in advance.<br>
<br>
/Chris </span></font></p>
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